【摘要】：隨著社會主義市場經(jīng)濟的不斷發(fā)展，各大商業(yè)銀行紛紛實行改革，四大國有銀行先后成功股改上市成為股份制商業(yè)銀行。同時，一些新興的商業(yè)銀行，如招商銀行、浦東發(fā)展銀行、興業(yè)銀行、民生銀行等相繼問世并得到長足發(fā)展，它們無論是在硬件還是軟件上均優(yōu)越于原有的國有銀行，給中國銀行業(yè)帶來的影響不容小覷。農(nóng)村信用社是上世紀九十年代從農(nóng)業(yè)銀行分離出來的一個合作金融機構(gòu)，改革浪潮下，其根據(jù)自身條件先后改制成為農(nóng)村合作銀行和農(nóng)村商業(yè)銀行。目前，我國農(nóng)村商業(yè)銀行的發(fā)展尚處在探索性改革的初級階段，較之西方一些發(fā)達國家的商業(yè)銀行或國內(nèi)其他銀行，差距還很大，這些差距集中體現(xiàn)在銀行管理人員不夠重視客戶滿意度，缺乏科學(xué)合理的滿意度評價指標(biāo)體系，管理人員在提升客戶滿意度中抓不住關(guān)鍵因素等等。因此開展客戶滿意度影響因素分析，構(gòu)建農(nóng)村商業(yè)銀行客戶滿意度指標(biāo)體系極有必要且為當(dāng)務(wù)之急。 本文在闡述九江市農(nóng)村商業(yè)銀行客戶滿意度指標(biāo)體系構(gòu)建相關(guān)理論的基礎(chǔ)上，提出了九江市農(nóng)村商業(yè)銀行客戶滿意度指標(biāo)體系設(shè)計的原則，并對其客戶滿意度指標(biāo)進行了初選、預(yù)調(diào)查、測量、信度和效度分析，構(gòu)建了相關(guān)的指標(biāo)體系，，并應(yīng)用該指標(biāo)體系對九江市農(nóng)村商業(yè)銀行的客戶滿意度做了總體和單指標(biāo)的評價。然后以該評價結(jié)果為依據(jù)，從樹立現(xiàn)代社會服務(wù)理念、實行客戶差別化服務(wù)、建立有效服務(wù)系統(tǒng)以及營造服務(wù)文化這幾個方面提出了具體建議，以幫助九江市農(nóng)村商業(yè)銀行將客戶關(guān)系管理與農(nóng)村商業(yè)銀行行業(yè)特性相結(jié)合，更好地了解客戶的需求和發(fā)揮自身的優(yōu)勢，進而全面提升九江市農(nóng)村商業(yè)銀行的綜合競爭力。
[Abstract]:With the continuous development of the socialist market economy, the major commercial banks have carried out reforms one after another, and the four state-owned banks have been successfully listed on the stock market as joint-stock commercial banks. At the same time, some new commercial banks, such as China Merchants Bank, Pudong Development Bank, Industrial Bank, Minsheng Bank, and so on, have come out one after another and have made considerable progress. They are superior to the original state-owned banks in both hardware and software. The impact on China's banking sector cannot be underestimated. Rural credit cooperative is a cooperative financial institution separated from the Agricultural Bank in the 1990s. Under the tide of reform, it has been transformed into a rural cooperative bank and a rural commercial bank according to its own conditions. At present, the development of rural commercial banks in China is still in the initial stage of exploratory reform. Compared with commercial banks in some developed countries in the West or other domestic banks, the gap is still very large. These gaps are reflected in the lack of attention to customer satisfaction, the lack of a scientific and reasonable evaluation index system of satisfaction, the lack of key factors in enhancing customer satisfaction, and so on. Therefore, it is necessary and urgent to analyze the influencing factors of customer satisfaction and to construct the index system of customer satisfaction in rural commercial banks. On the basis of elaborating the related theory of constructing the customer satisfaction index system of the rural commercial bank in Jiujiang city, this paper puts forward the design principle of the customer satisfaction index system of the rural commercial bank in Jiujiang city, and carries on the primary election to the customer satisfaction index of the rural commercial bank of Jiujiang city. Based on pre-survey, measurement, reliability and validity analysis, this paper constructs a related index system, and applies the index system to evaluate the customer satisfaction of rural commercial banks in Jiujiang city as a whole and a single index. Then, based on the evaluation results, some specific suggestions are put forward from the following aspects: establishing modern social service concept, implementing customer differential service, establishing effective service system and constructing service culture. In order to help the rural commercial bank of Jiujiang City combine customer relationship management with the characteristics of rural commercial bank, we can better understand the needs of customers and give play to their own advantages, and then improve the comprehensive competitiveness of rural commercial banks in Jiujiang City.
【學(xué)位授予單位】：江西師范大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F274;F832.35

【參考文獻】

相關(guān)期刊論文 前10條

1 吳豐,付強;國有商業(yè)銀行顧客滿意度分析[J];商業(yè)研究;2001年05期

2 張松潔,田昆;我國商業(yè)銀行儲蓄業(yè)務(wù)顧客滿意度分析[J];金融論壇;2003年03期

3 趙宏霞,楊皎平,劉學(xué)茹;模糊均值A(chǔ)HP法在客戶滿意度評價中的應(yīng)用[J];科技和產(chǎn)業(yè);2004年10期

4 歐建鋒;程吉林;;基于主成分BP人工神經(jīng)網(wǎng)絡(luò)的參考作物騰發(fā)量預(yù)測[J];灌溉排水學(xué)報;2008年02期

5 宋雪楓;楊朝軍;;商業(yè)銀行顧客滿意度診斷系統(tǒng)研究[J];金融研究;2006年02期

6 康大慶,張旭梅;產(chǎn)品顧客滿意度評價指標(biāo)體系和方法研究[J];計算機集成制造系統(tǒng)-CIMS;2003年05期

7 黃光;姜曉輝;;滿意度在商業(yè)銀行經(jīng)營管理中的應(yīng)用[J];金融與經(jīng)濟;2007年02期

8 董大海 ,汪克艷;西方的顧客滿意測量模式研究述評[J];科學(xué)學(xué)與科學(xué)技術(shù)管理;2004年01期

9 于米;李虹穎;;隱性知識的模糊綜合評判量化研究——以汽車制造業(yè)工人為例[J];人力資源管理;2011年01期

10 張安平;李軍訓(xùn);;銀行債務(wù)與公司經(jīng)營績效相關(guān)性研究——以紡織業(yè)上市公司為例[J];山東紡織經(jīng)濟;2011年10期

本文編號：2421439